Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Jerin Kannankarayil Jose

Oakville,ON

Summary

Driven Programmer Analyst with keen analytical problem solving and troubleshooting abilities. Thrives in challenging, fast-paced environments through multi-tasking and organization skills.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Programmer Analyst

Cognizant Technology Solutions Canada Inc
Oakville, Ontario
07.2022 - Current
  • Managed users' accounts within Active Directory or other directory service platforms.
  • Installed, configured and managed Windows Active Directory services such as domains, group policies, DNS and DHCP.
  • Tracked service requests through a ticketing system such as Remedy or Service Now.
  • Monitored system performance to identify potential issues before they become service impacting.
  • Identified, documented, and tracked incident tickets using ServiceNow ticketing system.
  • Provided technical guidance for incident resolution activities.
  • Installed, configured and managed Active Directory Domain Services, DNS, DHCP services.
  • Provided technical support for users on Windows operating systems including resolving network connectivity issues.
  • Troubleshot and resolved printer hardware and software issues.
  • Managed user accounts in Office 365 including password resets or mailbox migrations.
  • Provided technical assistance to students on various Microsoft products and services, including Office 365 and Azure.
  • Resolved any compatibility issues that occurred while integrating third party software applications with portals running on Microsoft Office 365 suite products and services.
  • Created documentation on procedures related to implementation, maintenance and troubleshooting of Microsoft products.
  • Created custom lists, libraries, views and forms in SharePoint for document management.
  • Troubleshot issues related to performance, security, patching and upgrades of the SharePoint environment.
  • Performed root cause analysis of complex technical issues.
  • Implemented strategies for improving software reliability across multiple platforms.
  • Monitored network traffic patterns to detect any anomalies or suspicious activity.

Senior Customer Service Analyst

Firstsource Solutions Limited
Chennai, India
02.2019 - 05.2022
  • Developed and implemented customer service policies and procedures to ensure efficient operations.
  • Provided training, support and guidance to new customer service representatives.
  • Monitored customer service calls and emails to identify areas of improvement in customer service processes.
  • Identified opportunities for process improvements based on analysis of customer complaints.
  • Assisted customers by responding to inquiries regarding products, services, billing and technical issues via phone or email.
  • Utilized problem solving skills to troubleshoot complex technical issues reported by customers.

Technical Support Associate

Sutherland global services Pvt ltd
Chennai, India
10.2015 - 07.2018
  • Troubleshot application related problems on desktops and laptops running Windows OS.
  • Implemented security patches via SCCM Software Updates feature for various versions of Windows OS.
  • Resolved complex technical problems related to Office 365 applications.
  • Configured, tested, and maintained Office 365 environment for end users.
  • Provided technical support for end users who had queries regarding usage of portal sites built using Microsoft Office 365 suite products and services such as OneDrive for Business, Yammer.
  • Created user accounts within Active Directory, Exchange Mailboxes and Office 365 applications.
  • Maintained up-to-date knowledge of the latest versions of Office 365 products and services.
  • Identified, tracked, and resolved customer issues in a timely manner.
  • Monitored system performance and identified potential issues for resolution.
  • Configured network settings including DHCP, DNS, WINS, TCP and IP protocols and other services related to networking infrastructure.

Education

High School Diploma -

NSS HSS
Kerala
06-2010

Bachelor of Science - Computer Science

PSN College of Engineering
Tamilnadu, India

Skills

  • Hardware and software installation
  • Problem diagnosis
  • Technical Analysis
  • Reporting and documentation
  • Application implementation
  • Programming development support
  • Troubleshooting and modifications
  • Systems Analysis
  • Technical Support
  • Client Communication
  • Information Security

Certification

  • Zero Operational Error Framework (ZOEF) - V2 [201 - INTERMEDIATE]
  • ACE - Best Practice for Service Desk Agents [101 - BASICS]
  • Microsoft 365 Administrator
  • Microsoft Azure Administrator

Languages

English
Full Professional
Malayalam
Native/ Bilingual

References

References available upon request.

Timeline

Programmer Analyst

Cognizant Technology Solutions Canada Inc
07.2022 - Current

Senior Customer Service Analyst

Firstsource Solutions Limited
02.2019 - 05.2022

Technical Support Associate

Sutherland global services Pvt ltd
10.2015 - 07.2018

High School Diploma -

NSS HSS

Bachelor of Science - Computer Science

PSN College of Engineering

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Jerin Kannankarayil Jose